Digital Customer Service Representative (Hybrid)

Company Introduction: T&T Supermarket Inc. was founded in 1993 with two stores in BC. Since then, it has expanded rapidly and is now Canada’s largest Asian supermarket chain with 33 stores across the country: 14 in BC, 7 in Alberta, 11 in Ontario, and 1 in Quebec. The Company’s continuous expansion is going to bring more new stores in the next couple of years.

The Role: Reporting to the Digital Customer Service Supervisor, the Digital Customer Service Representative is a self-motivated, performance driven individual. The job holder will support end to end customer journey by attending to incoming or outgoing customer calls, live chats and emails, also to ensure the provision of friendly and professional service through calls/chats/email during entire Customer Service process.

We are looking for an individual who can adapt to our business model and with a desire to consistently and compassionately deliver superior customer experience.

The job holder will work from home 4 days and work onsite 1 day in a week.

• Major Responsibilities: Handle incoming or outgoing customer calls, live chats and emails within SLA (Service Level Agreement)
• Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Escalate issue/complaint to senior CSR
• Identify and assess customer's needs to achieve satisfaction
• Follow communication procedures, guidelines and policies
• Any other job duties that may be assigned by Supervisor from time to time

• Knowledge, Skills and Ability Requirements: High school graduate, post-secondary degree or diploma graduated
• At least 1 year's experience in Customer Service or relevant role
• Strong written and verbal communication skills in English and Chinese (Mandarin), Cantonese is an asset
• Able to type Chinese on PC with typing speed at a smooth communication level
• Basic skill with Microsoft Office suite
• Good interpersonal and communication skills; customer focused and adaptability to different personality types; good problem solving skills
• Ability to multi-task, set priorities and manage time effectively
• Highly self-disciplined and able to work from home

Benefits

• Life/AD&D insurance
• Extended health/dental/vision care
• Retirement benefit
• Paid annual/sick/marriage/bereavement leave
• Subsidized staff meal
• In-store staff purchase discount

Work Hours

5-day work week (Monday to Sunday)

Safety Statement

Safety continues to be T&T Supermarket’s top priority. We’ve established health and safety policies and measures to ensure our working environment is as safe as possible.